A Complaint is a Gift Workbook: 101 Activities, Exercises, and Tools to Learn from Critical Feedback and Recover Customer Loyalty
- 2h 44m
- Janelle Barlow, Victoria Holtz
- Berrett-Koehler Publishers
- 2022
Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.
A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.
Built to be interactive and immersive, the workbook teaches a set of practices, approaches, and tools that anyone can use to navigate fraught customer-facing interactions. It allows readers to practice Janelle Barlow's updated, more efficient three-step formula and enables employees to handle complaints with increased emotional resilience rather than taking them as personal attacks.
A Complaint Is a Gift Workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.
About the Author
Janelle Barlow is president and owner of All Out Performance and has decades of experience as a consultant, executive coach, speaker, and author. Her past clients include World Bank Group, HP, and DHL. She is the bestselling author of A Complaint Is a Gift (over 275,000 copies sold).
Victoria Holtz is CEO of Moveminds Latin America. For more than twenty-five years, she has directed consulting projects a a senior consultant and has delivered conferences and workshops for more than 35,000 people. She is the author of Branded Customer Service.
In this Book
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Introduction—Complaints and Gifts
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Chapter 1: Getting Started
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Chapter 2: Understanding Complaints
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Chapter 3: Who Complains?
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Chapter 4: The Treasure of Complaints as Gifts
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Chapter 5: The Gift Formula
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Chapter 6: Building Empathy
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Chapter 7: Questioning Skills
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Chapter 8: Listening Skills
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Chapter 9: Beyond Words
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Chapter 10: Powerful Phrases That Work
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Chapter 11: Difficult Customer Interactions
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Chapter 12: Making Stress Work for Me
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Chapter 13: Giving and Receiving Personal Feedback
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Conclusion—Next Steps
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Notes
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How Trainers Can Use This Workbook
